Little Moo Hosting

Support

Answered in the UK, by the people who run it

Tickets reach the same small team that maintains the servers. There is no scripted first line to get through, and nobody is going to ask you to turn the website off and on again.

Raise a ticket Contact us

How support works here

Answered by
The same team that maintains the servers
Order
Anything down first, then the priority queue
Out of hours
Critical tickets raised in the Client Area
Phone
Working hours, for account, billing and legal matters
Not offered
Live chat

Routine questions raised overnight are answered the next working day.

Where to go

Pick the route that fits

All of these reach the same team. The only difference is how much context comes with the request, which is usually what decides how fast it gets answered.

  • Client Area

    Your services, invoices, domains and requests all live here. It is the fastest route to almost everything.

    Open the Client Area

  • Open a support request

    The main support route. Requests are answered in the UK by the team that runs the platform.

    Open a request

  • Knowledgebase

    Written guides for the things people ask about most: DNS, email setup, control panel basics and restoring a backup.

    Read the guides

  • MOOve migration centre

    Our migration tools and the place to start a move to us. Files, databases and email.

    Start a migration

  • Domain help

    Transfers, DNS records, nameservers and renewals. If a domain is close to expiry, say so first.

    Domain information

  • Service status

    Planned maintenance and any current incidents are published on their own status site, so it does not depend on this one.

    Check service status

Help us help you

What to include in your request

A few useful details can help us understand the problem and begin investigating sooner. Do not worry if you cannot provide everything.

Open a request Other ways to reach us

Before you write

6 to gather

Out of hours and Critical problems

Outside working hours we monitor tickets raised in the Client Area and marked Critical: a platform-wide outage, the complete loss of a managed service the order identifies as eligible for emergency monitoring, or an active security incident. Those are picked up ahead of anything else in the queue. Email, voicemail and social media are not monitored as emergency channels, so a genuine emergency has to come through the Client Area.

A single site that is down matters, and we will get to it, but it is not automatically Critical. Where the cause is your own code, a plugin, an expired licence or an external service, it is normally assessed as High or Medium. Routine questions raised overnight are answered the next working day.

Our telephone number is published, and you can reach us on it during working hours for account, billing and legal matters. Technical problems are handled in writing through Client Area tickets, because a ticket carries the logs, the error and the history and a phone call does not. We do not offer live chat. If a conversation genuinely needs a call, ask in the ticket and we will arrange one.

Before you ask

Support questions

If the answer you need is not here, ask us.

Ask a question
How quickly will I get a reply?

We work to published first-response targets: within 2 working hours for a Critical problem, within 4 working hours for a High one, within 1 business day for Medium and within 2 business days for Low. These are service targets we work to rather than guarantees, and a first response means a real assessment or a question back, not a resolution. Anything with a service actually down is taken first, and Kingsley and Alderley customers sit in the priority queue. The full detail is in the Support Policy.

Can you help with something you do not host?

Often, yes, particularly around domains and DNS. Ask, and if it is outside what we can reasonably help with we will say so rather than guess.

I have lost access to my Client Area.

Use the password reset first. If the email address on the account is also gone, contact us and we will take you through verifying who you are.

Do you do work on the website itself?

Support covers the hosting. Changes to the website itself are Ripley work, or your own developer.

Small by name.
Serious about the work.

Missie Moo

If you know which plan you want, take it. If you would rather talk it through first, tell us what the website has to do.

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